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Field Engineer

2 weeks ago

Mumbai, Maharashtra, India NCR Corporation Full time ₹ 2,00,000 - ₹ 6,00,000 per year
  • Key Areas of Responsibility

1.Customer Relations/Customer Satisfaction

• Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Branch, Store or office).

• Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately.

• Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalates issues when appropriate, and/or according to established procedures.

• Communicates to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity.

• Represents NCR in a manner that reflects positively on the image and reputation of the company

2. Customer Services

Assists or delivers the following customer services:

• Installation and set-up of hardware, hardware modifications, first line maintenance, multi-vendor maintenance

• Performs periodic preventative maintenance on assigned products

• Diagnoses problems, makes minor repairs, and replaces components (at the module level). Follows appropriate security procedures when working with ATMs and or within financial institutions.

• Equipment Staging and Installation

• Performs shop or site staging of equipment as assigned

• Assists, as part of a team, in site preparation and equipment installation. May install limited modifications or Field Retrofit Orders (FROs)

• Performs any needed modular swaps and unit replacements

3. Asset Management

• Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management

• Maintain an appropriate parts inventory as well as parts record keeping

4. Reporting

• Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required

• Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation

• Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities

5. Scope

• T&M Revenue- meet or exceed plan based on territory or country/region goal

• Closed Calls/CE/Day – based on territory or country/region goal

• Utilization Rate – based on territory or country/region goal

• Open Calls/CE/Day – based on territory or country/region goal

• Local Parts Fill Rate/Day – based on territory or country/region goal

• Customer Satisfaction – based on territory or country/region goal

• Call backs - based on territory or country/region goal

• SRL/SLA Percentage of SLA Met based on territory or country/region goal

• FVR - based on territory or country/region goal
- Requirements/ Environment


• Valid Drivers' License and cleared background check and drug screen

• Ability to work nights, weekends, overtime, flex shifts and on-call shifts are required

Work Environment

• To service accounts within a given area and may be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports

• Conducts work at customer site(s), local NCR offices, or in a virtual environment

Physical Environment

• May require prolonged travel, carrying and lifting a tool kit/parts of varying weights lbs.)

• May require bending/squatting, walking/standing /sitting for prolonged periods

• Exposure to enclosed spaces, dust, drafts, and damp areas

• Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting

• Function under stress and engage in interpersonal relations (heavy work load, potentially dissatisfied customers)
- Acceptable advanced training may consist of:

• One year of College level courses, equivalent military training, or training in electronics or computer technology.

• One year of electronics or computer training at a recognized trade school to include both theory and in-class hands on time.

• A+ Certification